Versa 2 stopped tracking my heart rate

[Sarah0801]

• As of yesterday, although my heart rate is shown on the main summary screen, it’s not tracking in exercise, or providing the graph or recording zone mins - or sleep! Tried everything suggested so far- turned off / on. Deleted app and reinstalled and put toggles on & off again. Any ideas please? 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Sarah0801. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa 2 before reaching out. 

In addition to the steps you've done so far, I'd recommend trying the following:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Versa 2. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa 2's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your watch.
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

For more information, see What factors can affect my heart-rate reading on my Fitbit device? 

If the above has already been attempted but to no avail, the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.